Managing interactive communications campaigns with customer recovery

ABSTRACT

A campaign strategy manager (CSM) component for a hosted communications campaign system allows users to define more granular and specific campaign strategies, including pass escalation for alternative channels (e.g., text and email) and/or based upon attempt results, contact attributes and response group data. The campaign strategy manager allows users to define pass strategies statically and dynamically, to manage lists across multiple campaigns, and to view results in real-time. A defined strategy is a static strategy created by a user for a particular campaign that, once created, typically is not modified. A dynamic strategy is one where, during the course of a day (e.g., as a sub-campaign is running), a user may alter the defined strategy, preferably just for that day (or portion thereof). The CSM may be used to implement a recovery strategy using a dialer pass.

BACKGROUND OF THE INVENTION

1. Technical Field

This disclosure relates generally to a method and system for managinginteractive communication campaigns over a computer network, such as theInternet.

2. Description of the Related Art

It is known to provide a web-based hosted solution through whichbusiness entities create and manage interactive or notificationcommunications campaigns. An example of an interactive communicationscampaign is a telephone campaign to determine whether a target recipientdesires to transfer a credit card balance to a new account, a campaignto remind a recipient that a credit card payment is due and to offer therecipient an opportunity to speak with a customer representativeconcerning any payment issues, or the like. The hosted solutiontypically is implemented as an application (or “managed”) serviceprovider. One or more business entities (“clients”) that desire to usethe service typically register and access the service through an on-line(e.g., web-based) portal. In one representative use scenario, themanaged service provider entity provides outbound telemarketing serviceson behalf of participating clients. The campaign typically isprovisioned by the client. Thus, for example, using a web-basedinterface, a participating client defines a script for the campaign,imports a set of contacts (typically, the client's actual customers),and defines one or more parameters that govern how the campaign is to berun. At a designated time, the service provider initiates the campaign,e.g., by providing the contacts to a set of telephone servers thatset-up and manage the telephone calls to the targets of the campaign.During a given outbound call, as noted above, a recipient (a “customer”)may be afforded an option to connect to a contact center, e.g., to speakto a customer representative. In such implementations, the hostedsolution typically is integrated directly with the contact center'son-premises automatic call distributor (ACD).

BRIEF SUMMARY

A web-based hosted solution (a managed service or system) through whichbusiness entities create and manage communications campaigns, such asinteractive campaigns that afford target recipients an opportunity to beconnected to a contact center. The managed service carries out acommunications campaign on behalf of a client. A “campaign” refers to aseries of calls to a contact list using one or more sub-campaigns. Asub-campaign associates a list of contacts, a script, and a timeframe.An “agent” typically is a contact center operator. A “skill group” is aset of agents that are trained to handle a given script. According tothis disclosure, a campaign strategy manager (CSM) component allowscustomers to define more granular and specific campaign strategies,including pass escalation for alternative channels (e.g., text andemail) and/or based upon attempt results, contact attributes andresponse group data. The campaign strategy manager allows users todefine pass escalation strategies statically and dynamically, to managelists across multiple campaigns, and to view results in real-time. Adefined strategy is a static strategy created by a user for a particularcampaign that, once created, typically is not modified. A dynamicstrategy is one where, during the course of a day (e.g., as asub-campaign is running), a user may alter the defined strategy,preferably just for that day (or portion thereof). In particular, thecampaign strategy manager enables the user to make changes to thecurrent strategy (including, for example, as a function of attemptresults, contact attributes and/or response group data) as asub-campaign is running through a particular list.

A customer recovery strategy as described herein enables a businessentity customer of the hosted service to use the CSM to implement a“dialer pass,” which is a voice pass in which a call recipient isconnected immediately to an available agent, preferably without anyscript interaction. This strategy addresses a scenario where the callrecipient, although otherwise available, hangs up on an AVM call.

The foregoing has outlined some of the more pertinent features of thesubject matter. These features should be construed to be merelyillustrative. Many other beneficial results can be attained by applyingthe disclosed subject matter in a different manner or by modifying thesubject matter as will be described.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram of a service provider infrastructure forimplementing a managed communications campaign service;

FIGS. 2A-2B illustrates how an interactive communications campaign iscreated and managed in the service provider infrastructure illustratedin FIG. 1;

FIG. 3 is a portion of a representative campaign strategy manager (CSM)user interface according to the teachings disclosed herein;

FIG. 4A is a display interface by which a user can configure a dynamicrule;

FIG. 4B is a display interface by which a user can configure a staticoption;

FIG. 4C is a display interface by which a user can configure anotherstatic option;

FIG. 5 is a display interface for editing a given campaign pass;

FIG. 6 is a display interface for creating a new campaign pass; and

FIG. 7 is a display interface for defining a predictive skill group;

FIG. 8 is a display interface for identifying execution constraintsassociated with a dialer pass;

FIG. 9 is a display interface for defining pacing options associatedwith the dialer pass;

FIG. 10 is a display interface for defining the dialer pass; and

FIG. 11 is a portion of the display interface of FIG. 10 illustratingavailable delivery option configurations.

DETAILED DESCRIPTION

FIG. 1 illustrates a representative service provider or systemarchitecture, which in the preferred embodiment is implemented in oracross one or more data centers. A data center typically hasconnectivity to the Internet. The system provides a web-based hostedsolution through which business entities create and managecommunications campaigns. Campaigns may be interactive ornon-interactive. Representative campaigns include, without limitation,account renewal campaigns, balance transfer or consolidation offercampaigns, billing issue campaigns, credit card activation campaigns,fraud alert campaigns, payment or past due reminder campaigns, phone orcustomer survey campaigns, debt recovery campaigns, late payment withright party verification campaigns, payment reminder with direct connectto contact center campaigns, appointment reminder campaigns, welcomecampaigns, account renewal campaigns, affinity cross-sell/rewardsprogram campaigns, crisis management/disaster recovery campaigns, newproduct offer campaigns, inquiry/web follow-up campaigns, contractrenewal campaigns, service availability notification campaigns,promotional offer campaigns, service delivery confirmation campaigns,and the like. The particular type of campaign is not a limitation orfeature of the invention.

A business entity (a “client”) user has a machine such as a workstationor notebook computer. Typically, a business entity user accesses theservice provider architecture by opening a web browser on the machine toa URL associated with a service provider domain. Access may also bethrough an automated process, such as via a Web services applicationprogramming interface (API). Where a web browser is used, the clientauthenticates to the managed service in the usual manner, e.g., by entryof a username and password. The connection between the business entitymachine and the service provider infrastructure may be encrypted orotherwise secure, e.g., via SSL, or the like. Although connectivity viathe publicly-routed Internet is typical, the business entity may connectto the service provider infrastructure over any local area, wide area,wireless, wired, private or other dedicated network. As seen in FIG. 1,the service provider architecture 100 comprises an IP switch 102, a setof one or more web server machines 104, a set of one more applicationserver machines 106, a database management system 108, a set of one ormore SMS servers 109, and a set of one or more telephony server machines110. A representative web server machine 104 comprises commodityhardware (e.g., Intel-based), an operating system such as Linux, and aweb server such as Apache 2.x. A representative application servermachine 106 comprises commodity hardware, Linux, and an applicationserver such as WebLogic 10.3 (or later). The database management system108 may be implemented as an Oracle (or equivalent) database managementpackage running on Linux. A representative telephony server machine isan application server that implements appropriate software applicationsfor call set-up, voice processing, and other call connection andmanagement activities. An application may implement the Media ResourceControl Protocol (MRCP). In the alternative, a telephony server machinemay execute an application server in conjunction with one or more PSTN,VoIP and/or voice processing cards that provide interconnectivity fortelephone-based calling applications. In a card-based embodiment, arepresentative card is a CG 6565 (or variant) series available fromDialogic, or an equivalent. Typically, a voice processing applicationport or card has a finite number of supported ports. In a high volumecall environment, there may be several web server machines, severalapplication server machines, and a large number of telephony servermachines. Although not shown in detail, the infrastructure may include aname service, FTP servers, MRCP (Media Resource Control Protocol)servers, load balancing appliances, other switches, and the like. Eachmachine typically comprises sufficient disk and memory, as well as inputand output devices. The software environment on each machine includes aJava virtual machine (JVM) if control programs are written in Java.Generally, the web servers 104 handle incoming business entityprovisioning requests, and they export a management interface that isdescribed in more detail below. The application servers 106 manage thebasic functions of generating campaign scripts, managing contacts, andexecuting campaigns. The telephony servers 110 handle mosttelephony-related functions including, without limitation, executingoutbound calls and forwarding calls to a contact center. The particularhardware and software implementation details described herein are merelyfor illustrative purposes are not meant to limit the scope of thepresent invention.

In a representative embodiment, a typical machine in the serviceinfrastructure is a processor-based server running Linux, and the serverincludes a telephone interface. A typical interface has up to 240 ports,and each port may be considered a separate telephone line. There aretypically a set of such servers operating at a given location (e.g., anInternet data center). The following is a typical operation of theservice. Using a Web browser or the Web service API, a client provisionsa campaign, provisioning a script to be played to a target customer. Thescope and content of the script will depend on the campaign. The clientalso provides the service provider with contact information for a set ofpersons, who are the target recipients of the campaign. In operation,the system batches a subset of those contacts to one of the machines inthe server farm. A control routine executing on the machine takes afirst contact in the subset and assigns the contact to an availableport. The script is then initiated and the interface card initiates acall over a port. When the recipient's phone is answered, the systemdetermines whether a human being has answered the call (as opposed to ananswering machine, a fax, or the like). If a human being has answered,the script plays a set of prompts (basically a set of scriptedquestions). During the call, if the target recipient takes a givenaction, a direct-connect (DC) function is initiated. In particular, thesystem places the call on hold, opens up a separate line to a contactcenter telephone number (typically provisioned by the client), waits foran agent to respond, places the responding agent on hold, and thenbridges the customer to the agent. The system then disconnects. In analternative, the DC function may take place whether or not the recipientactively initiates it, e.g., by just having the system inform therecipient to “please hold” while the connection to the contact center isestablished by the service provider.

The contact center may be owned, operated or managed by a third party.The service provider may own, operate or manage the agents directly. Arepresentative contact center includes automatic call distribution (ACD)functions. As is well-known, an ACD is a computer-implemented andcontrolled telephone system that distributes calls to contact centeragents equitably and gathers statistics about the agents. When theservice provider controls and/or manages the agents directly, theprovider infrastructure may include a dialer, which is an automatictelephone dialing system. A dialer initiates outbound call from a listof telephone numbers, turns a call over to an agent when a human beingresponds, and gathers statistics about agents. Such ACD and dialertechnologies are well-known.

Using the service provider infrastructure, a business entity can create,execute and manage a campaign. As noted above, a campaign may haveassociated therewith one or more “sub-campaigns.” Using a Web interface,a client loads a list of contacts who will be called and associates thatlist with a script. A “sub-campaign” refers to one or more passesthrough a contact list that has been bound to a script and that has beenassociated with a given timeframe. Thus, a “sub-campaign” associates atleast the following items: a list of contacts, a script, and atimeframe. Additional details regarding sub-campaigns are set forthbelow. As noted above, a script determines what will happen during aphone call. Typically, a script is formatted as XML and specifies asequence of audio prompts that are played and what happens when therecipient takes certain actions such as pressing a button on the phoneor speaking a response. As noted above, a direct connect to the contactcenter may be carried out automatically (merely when the systemdetermines that the call has been answered by other than an answeringmachine) and thus the script may designate this functionality. One ormore contact lists are stored in a contact database, and typically acontact list comprises a set of contacts. A contact typically is anindividual in the contact database, and this individual is sometimesreferred to as the “customer” (as, technically, the individual is acustomer of the client using the managed service). A contact can includehome, work or cell numbers, a client identifier, an email address, orthe like. Also, contacts typically include first name, last name,company and other information. With reference to FIGS. 2A-2B, and asdescribed above, a business entity connects to the service provider,authenticates, and then uses one or more applications to create, executeand manage the campaign. These applications execute on the applicationserver machines and operate in association with one or more databasesthat are supported within the database management system. Theseapplications include, for example, a contact management application 202,a campaign management engine 204, a scheduling engine 206, and ascripting engine 208. The contact management application 202 handles thereceipt and storage of the contact list(s) uploaded (e.g., via FTP orotherwise) to the system by or on behalf of the business entity client.The scripting engine 208 handles the creation and managing of thecampaign scripts, using instructions entered by or on behalf of thebusiness entity client via a web-based interface or Web services API.The campaign management engine 204 manages the campaign byinteroperating with the scheduling engine 206, which in turninteroperates with the telephony servers 205 to execute the campaign.The business entity client evaluates or monitors the campaign fromsummary, detail and/or custom reports generated by a reporting engineapplication 210. Campaign evaluation and monitoring may also beperformed via a Web-based user interface, or in an automated manner viaan API. Notification campaigns are executed using email servers 212 andSMS (or MMS) servers 214, or by other means, such as by telephone.

As also illustrated in FIGS. 2A-2B, after connecting an outbound call toa target customer 216, the customer may elect to be connected to thecontact center 218 (typically a third party contact center) or thesystem may perform that direct connect automatically once it determinesthat a human being (as opposed to an answering machine) has answered theoutbound call. The system typically obtains information about thecontact center's performance during a given communications campaign,commonly without requiring a direct connection between theinfrastructure and a contact center's on-premises ACD. This enables themanaged service provider to integrate with both its business entityclients and with their associated contact center environments rapidlyand efficiently. The interconnectivity between the managed serviceprovider and the contact center may be “inferred” from how calls thatoriginate from the service provider to the target recipients (who haveexpressed an interest in being connected to the contact center) areactually handled. This “indirect” connectivity is illustrated in FIG. 2by the control engine 220, which can be provided in software as a set ofsoftware instructions executable on a processor. The engine isresponsible for dispatching messages at an appropriate rate whileensuring that all customer-requested rule parameters (as describedbelow) are honored. Examples of such parameters include: number ofagents available at the contact center, maximum hold time at the contactcenter, client abandon rate prior to speaking to a contact center,number of bad numbers reached on the outbound dial, and so forth.Generally, for a given client campaign or sub-campaign, the engine 220decides on an initial message dispatch rate based on theclient-requested parameters (and, optionally, on historical data fromlike campaigns or sub-campaigns). Once the campaign or sub-campaign, asthe case may be, starts running, the engine 220 monitors the parametersand ensures that they remain within tolerance. If an identifiedparameter exceeds the client-defined value, then a system action rule(e.g., adjusting the message dispatch rate, suspending the sub-campaign,or the like) is applied and any client notification requested is issued.Additional details regarding the functionality of the engine 220 aredescribed in U.S. Publication No. 2007/0172050, which is commonly-owned.

As noted above, preferably a web-based interface is provided to enable abusiness entity client to create a set of one or more management rulesthat, when triggered during the campaign, cause the infrastructure (and,in particular, certain control applications therein) to take certaincontrol actions in real-time, preferably based on campaign performance.A campaign may include several preset strategies that a client maychoose to change based on day of week or time of day.

As used herein, the following terms have the associated meanings. A“campaign” refers to an overall series of messages to a contact listusing one or more sub-campaigns that use a given script. Campaigns alsoact as templates for the sub-campaigns that are created under them. Acampaign typically has a preset configuration that applies to all of itssub-campaigns. As noted above, a “sub-campaign” refers to one or morepasses through a contact list using a script and that is constrained toa particular timeframe (or at a set of one or more such times). Asub-campaign typically runs under an existing campaign. A “script” asnoted above determines what happens during a customer interaction.Commonly, the script specifies a sequence of audio prompts that areplayed to a client (an end user who receives a call) and what happens(the contact center connection) when the recipient takes certain actions(such as pressing a button on the phone or speaking an answer to aquery). The script may also specify other actions, such as effecting acontact center connection automatically when detecting that a humanbeing has answered. The nature and type of actions set forth in a scriptthus may be quite varied, and this disclosure is not limited to anyparticular process flow within a script.

An “agent” typically is a contact center operator. A “skill group” is aset of agents that are trained to handle a given script. In oneembodiment, a skill group defines the number of agents who are scheduledto be on duty at various times of the day on various days of the week,as well as the phone number to use to contact those agents. A skillgroup can be shared across multiple sub-campaigns or over multiplephysical facilities (e.g., telephone numbers). A script may cause therouting of direct connect calls to different skill groups based on thepath through the script. A client of the service may assign a skillgroup to a sub-campaign when it creates the sub-campaign, whereupon theagents in that skill group are then responsible for handling anyincoming messages for that sub-campaign. Agents in a skill group become“live” according to a schedule or upon login to the service provider.Thus, in one embodiment a “live” agent is an agent that has beenregistered with the service provider, e.g., using a supervisor dashboardor a contact center schedule. A “busy” agent is an agent currentlyassisting a client. An “available” agent is an agent waiting for work. A“break” is a state when the agent is away from his or her station. Theacronym “ACW” refers to “after-call-work” or agent processing, whichoccurs after a particular customer service is completed and before theagent is servicing a new customer.

In one embodiment, agents in a skill group may be automaticallyallocated to a particular sub-campaign based on a priority of eachrunning sub-campaign. This is not a requirement, however. Thus, forexample, sub-campaigns with a higher priority are given as many agentsas they can use before a lower-priority sub-campaign is considered.Sub-campaigns of equal priority are allocated agents according to anumber of agents that can be used (or the number of available contacts)in a next time period (e.g., 5 minutes). In the alternative, suchprioritization of sub-campaigns need not be enforced across agents in askill group, thereby enabling more equal access to the agents. Theagents allocated to each sub-campaign typically changes over time as thenumber of available contacts changes (which affects the number of agentsthat can be used by each sub-campaign). Preferably, the system adjuststhe rate for a sub-campaign based on several factors: the number ofagents currently allocated to the sub-campaign, the percentage ofattempts that result in a direct-connect attempt, and an average lengthof a successful direct connect call.

Agent allocation is not a requirement. In the alternative, agents in askill group are either taking a call or are idle. They may receive acall from any sub-campaign currently assigned to the skill group. Inthis embodiment, a priority value determines if a particularsub-campaign should be dialed at a faster rate than another. Thisresults in one sub-campaign generating more direct-connects andrequiring more agents from the pool of available agents.

Typically, a skill group is based on one or more business requirements.For example, skill groups may be based on skill type, language skills,skill level, or other such factors. When a new sub-campaign is created,a skill group is assigned to that sub-campaign. The schedule for theskill group then determines the messaging rate at any given time. Asmore agents come on duty, typically the rate increases to keep thoseagents busy. When fewer agents are on duty, however, the rate decreasesto avoid long hold queues for the customers. As noted above, a singleskill group can be assigned to multiple sub-campaigns at the same time.Calls from each sub-campaign preferably are sent to any available agentin the skill group, so a given agent should be trained to handle callsfrom each of the sub-campaigns.

There may be different types of skill groups: a standard skill group,and an enhanced agent mode skill group. The standard skill grouptypically is a skill group to which a single phone number is assigned,and that number is a default phone number when there is no other numberdefined in the script. A standard skill group typically does not use aservice-side hold queue, as defined below. With a standard skill group,agents always hang up after the client call has completed. Caller ID canbe used to generate an agent screen pop-up window with the correctcustomer information if the client's infrastructure supports thecapability. As an alternative, an audible “whisper” with customerinformation can be played for the agent prior to completing theconnection. With an enhanced shared mode skill group, the agentstypically conform to a pre-defined schedule, and the scheduleautomatically changes the number of agents throughout the day. In thisconfiguration, agents share one or more telephone numbers, and aschedule may be created for each phone number (alternatively, multiplephone numbers can share a schedule). Agents may take advantage of aservice-side hold queue to “stay-on-line” (remain connected and toreceive a next customer after the last customer hangs-up). If agentsremain connected, caller ID typically is not used for the screen pop-upbecause, typically, caller ID cannot be changed after the first call theagent's phone has been placed. If the enhanced agent mode skill groupmode is used, contacts connect directly to a specific agent who has hisor her own unique telephone number. Thus, when this type of skill groupis configured, individual agents are added (by name) together with theassociated telephone numbers. In this configuration, each agent has aunique phone number, or each agent may be set up with a differentextension where one or more agents share the unique phone number. Aswith the standard mode configuration, agent mode skill groups use apre-defined schedule. Individual agents, however, can each have a customschedule or can participate in a common schedule group. The serviceprovider can track individual agent activity in this mode, and agentsuse the hold queue and can stay-on-line as described above. In thismode, caller ID is not used for an agent screen pop-up window, andagents who are not actively allocated to a running sub-campaign areidentified as unassigned.

Enhanced Campaign Strategy Management

The hosted service also includes a campaign strategy management (CSM)module that is now described. Preferably, a service customer accessesCSM functionality through a web-based graphical user interface (GUI),via a programmatic interface, or otherwise. As described above, the CSMcomponent allows customers to define more granular and specific campaignstrategies, including pass escalation for alternative channels (e.g.,text and email) and/or based upon attempt results, contact attributesand response group data. The campaign strategy manager allows users todefine pass escalation strategies statically and dynamically, to managelists across multiple campaigns, and to view results in real-time. Adefined strategy is a static strategy created by a user for a particularcampaign that, once created, typically is not modified. A dynamicstrategy is one where, during the course of a day (e.g., as asub-campaign is running), a user may alter the defined strategy,preferably just for that day (or portion thereof).

Although not meant to be limiting, a target user for CSM typicallyincludes client managers responsible for defining a campaign's strategy(who may use the module to set up and define higher level “defined”strategy for a campaign or set of campaigns), or client users who areresponsible for managing each day's campaign (in other words, those whouse the system daily, load lists, start sub-campaigns and track campaignprogress, and who may use the CSM module to make dynamic changes to acampaign or sub-campaign during the day).

CSM Operation

A permitted user associated with the customer accesses CSM to develop acampaign or modify an existing campaign. As noted above, a campaigntypically includes one or more sub-campaigns, each of which operates ona contact list. List management typically involves a user loading a listinto the system (e.g., using web-based tools, FTP upload, or the like)and then dividing the contacts among different campaigns, typicallybased upon selected contact attributes.

By way of additional background on the list management operationtypically works as follows. At the account level, a user creates andsaves a list segmentation rule set, defining criteria for each of one ormore subsets of the list, and assigns each such subset to a campaign(existing or new) in the user's account. Preferably, each rulecorresponds to a single campaign, and the rule can be based upon one ormore fields for the contact. A given criterion can either be included orexcluded, or can be part of a nested rule. A user is able to defineBoolean logic to create a given list segmentation rule, using a set ofterms and operators (e.g., AND, OR, XOR, GREATER_THAN, LESS_THAN, EQUAL,etc.). When the user loads a list, the list need not be loaded into aspecific campaign. Rather, preferably the user loads the list into theaccount and selects the rule set to be applied for segmenting the list.The system then applies the rule set to the list, preferably one rule ata time, as follows. All contacts matching the first rule are put into aseparate sub-list and sent to the corresponding campaign, where asub-campaign is created for that sub-list. All remaining contactsmatching the second rule are put into a separate sub-list and sent tothe corresponding campaign, where a sub-campaign is created for thatsub-list. This continues until all rules have been applied or theoriginal list is empty. If any contacts remain after all rules have beenapplied, those contacts are put into a separate sub-list and assigned toa campaign that has been identified as a “catch-all” for “leftover”contacts. Preferably, a sub-campaign also is created for that sub-list.The system can report to the user the number of sub-lists created, thenumber of contacts assigned to each sub-list, and for which campaigneach sub-list is designated. After the original list is divided, thesystem preferably applies campaign-level filtering to each sub-list asit is added to its respective campaign. A user is able to see summaryand detailed reports consolidated fro the entire list loaded.

Campaign Strategy

A campaign strategy typically includes one or more components includinga name, a script, a skill group, and reporting options. The campaignstrategy is a subset of these components, and it typically includes oneor more of the following: campaign level filtering; pass pattern;namely, escalation type (none, contact-based, call pass-based andintra-pass device escalation), and number and type of passes (voice,text or email). Each pass itself can include components such as: passlevel list filtering, contact accept criteria, delivery timeframe,delivery options, and re-try options.

The CSM advantageously enables the user to add passes and to defineescalation types. Regarding the addition of passes, when creating acampaign, a user can start with zero passes and can use CSM to add apass of any type (e.g., voice, text, email, AVM, or the like) to thepass pattern. The system does not require that a default pass be anyparticular type. Escalation types dictate how the system should escalatewith re-tries within each pass. A user can choose one of the following:no escalation type, contact based escalation, call pass-basedescalation, intra-pass device escalation, or the like. Contact-basedescalation requires customers to assign priorities within the list,preferably before the list is load. With contact-based escalation, auser can set the system to try to contact a customer at multiple devicesin the same pass. Call pass-based escalation enables a user to assignthe system a single device per customer per call pass. Intra-pass deviceescalation provides two (2) distinct options: yes or no. If the userselects “yes,” for each pass the user views a list of devices, the usercan move the devices up and down on the list to prioritize the contactorder, and for each device, the user can select whether to contact it ifthe system reaches that device and it is the correct type for the pass.When the sub-campaign is running, the system will then try to contactthe customer via the highest priority device on the list that exists andis of the proper channel; if the customer is not reached, the nextre-try will be at the next highest priority device that meets thosequalifications, and so forth until the customer is reached or the systemhas exhausted the re-tries in that pass. If there are x re-tries and <xdevices, the user also has the option of looping through the list ofdevices. For voice passes, preferably the user can add another level oflogic to control the system to contact a particular device only if it isa cell phone or landline, or has some other configurable characteristic.

The CSM enables pass level filtering, which is now described.Preferably, there are two levels of list filtering. The first level offiltering preferably takes place when the list is first loaded into acampaign or after it has been segmented into a campaign list via thelist management functionality described above. Contacts filtered at thistime preferably are not attempted in any pass. Depending upon the typeof campaign a user is running, it may be desired to filter (such as toremove duplicate contacts, to filter out cell phones for an all-voicecampaign) at the campaign level. In the alternative, it may be desiredto perform filtering at the pass level. According to this disclosure, atthe pass level stage, users can optionally select one or more additionalfiltering options that apply only to that pass. Contacts filtered at thepass level stage are returned to the list at the following pass, andthey are then reflected in the system database as being filtered. Anexample of such contacts are those with only an email address, whichmight be sensibly filtered at the voice pass (in a multi-channelcampaign) but which should not be filtered at the email pass. Filtercriteria may be quite varied and may be selected from the following:general filters (e.g., duplicate position, duplicate list, duplicatecontact), phone number filters (e.g., wireless, no time zone, on “do notcontact” list, international, ends with “00,” “ends with “000,” containsan extension, email), text filters (e.g., landline, no time zone, on “donot contact” list, international, email), email filters (e.g., no timezone, on “do not contact” list, international, text address), statefilters, time zone filters, dynamic filters, and contact historysuppression. All of the campaign level filter criteria (such as definedabove) should also be available at the pass level, except for thegeneral criteria. Preferably, any contact that has been filtered at thecampaign level is not visible at the pass level.

Pass Escalation Accept Criteria

When a list is loaded into a multi-pass sub-campaign, preferablycontacts can be moved from pass to pass according to any of thefollowing rules. The user may designate (through CSM) that the listaccept contacts from the previous pass, from all passes, or from aspecific pass or set of passes. In the alternative, pass escalationcontact accept criteria may be based upon any of the following criteria:status, contact attributes (e.g., any field currently associated with arecord, some other “contact attribute”), and/or response groups (e.g.,any response group and included options defined in the script for thatcampaign). In the latter case, the CSM is able to dynamically obtain theresponse group information from the script to given the user the correctoptions. Criteria can be included or excluded using the configurationtool, and criteria can be part of a nested rule. A user can applyBoolean logic to create a pass escalation rule, using any terms andoperators.

Dynamic or Static Pass Escalation

The CSM facilitates configuration of dynamic and static pass escalationoperations, as is now described. Pass escalation based upon theabove-described definitions may be a static, defined campaign strategy,in which case the strategy is applied to every sub-campaign when a listis loaded and a sub-campaign begins. In the alternative, pass escalationmay be a dynamic real-time decision made by a customer, e.g., via theUI, programmatically or otherwise, as the campaign itself actually isprogressing in real-time. Typically, this is within a given day(“intra-day”), but intra-day pass escalation is not a limitation. Usingthe CSM UI, for example, the user has the ability to change the givenstrategy to meet real-time (or quasi-real-time) requirements. Anycriteria that the user can select for a static campaign strategypreferably can be selected when dynamically modifying the campaignstrategy.

Other CSM Functions

CSM enables the user to create a single-pass, event-based sub-campaignfor each channel of a multi-channel campaign. A channel is one of:voice, text, email, AVM, or some combination. CSM exposes one or morestrategy templates that can be pre-populated (offline or external to theruntime system), and then uploaded to the system for execution withrespect to a particular campaign. In one embodiment, the strategytemplate is created in XML, and it defines specific aspects of acampaign strategy including number of passes, contact accept criteriafor each pass, delivery timeframe, delivery and re-try options, andfiltering options. When a user creates the defined strategy for aparticular campaign, preferably the CSM provides an option on the pageto upload a strategy template. If the user selects that option, he orshe can upload a previously-created template. The campaign strategy isthen automatically populated with the strategy from that template. UsingCSM, the user then can elect to make additional modifications to thestrategy after it has been uploaded, or during campaign runtime(dynamically). If a user has already defined a campaign strategy forfuture use and then elects to upload a template, as a configurableoption the existing strategy may be overwritten by the strategy in thetemplate. If a user desires to save the current campaign strategy forfuture use, the user preferably has the option, when looking at thedefined strategy for a particular campaign, to “save” the strategy. Ifthe user elects to save the strategy, the system may automaticallycreate a strategy template (with that campaign's defined strategy), andthen download the template (or otherwise make it available for delivery)to the user's workstation.

The web-based CSM GUI exposes summary or detailed reports for each listloaded into the system. A summary report may provide a side-by-sidecomparison of results for two or more campaigns, or two or moresub-campaigns within a campaign, and so forth. Preferably, the UIprovides real-time or substantially real-time updated summaryinformation for a campaign in progress. The UI preferably includesconventional web page control widgets (e.g., fill-in forms, drop-downlists, radio or other control buttons) for static strategy definition,and dynamic real-time strategy modification. The UI may include aseparate page or pages to facilitate the list building function.

One or more functions of the CSM are exposed through a systemapplication programming interface (API) to enable extensions, and/or tofacilitate interoperability with customer systems if desired.

As used herein, “CSM” should be broadly construed to refer to machines,devices, processes, applications, utilities, software interfaces,display interfaces, configuration files, data structures and data, thatfacilitate one or more of the above-described functions and features.

FIG. 3 is a main setup page 300 for a representative CSM user interface(UI). In one embodiment, the interface is enabled from a web-basedportal application, preferably over a secure connection. As can be seen,this particular interface includes a set of tabs that expose pages (ordisplay screens) for various campaign management functions. Theillustrated page is the tab for creating a new Outbound campaign.

The page 300 exposes a set of Outbound Options 301 including Scriptselection listbox 302, Skill Group selection listbox 304 and ContactOrder listbox 306. The user can Constrain Pass Times by selecting thecheckbox 308, which selection then exposes a further set of timingcontrols 310 by which the user can configure the temporal constraints. AStart Paused checkbox 312 enables the user to configure the start timefor the campaign.

A set of Filtering Options 303 include a number of checkboxes 314 forphone number filtering. State and Timezone filters can be added asneeded by selecting the appropriate Change link 316 or 318, or a DynamicFilter can be added by selecting the Add Rule link 320. Contact HistorySuppression can be modified by selecting a Change link 322, with thedefault state being inactive.

A Pattern section 305 identifies one or more passes that will beimplemented in the campaign. As illustrated, a first (Voice) pass hasbeen provisioned with the characteristics shown. The details of thisconfiguration can be changed by selecting the link 307. The Patternsection 305 of the interface also exposes additional controls forEscalation Type (dropdown list 324) and (if there are multiple passesspecified) Execution Order (dropdown list 326). Additional passes(voice, text, email, etc.) are added by selecting the links 328, 330 and332.

FIG. 4A illustrates an Add Rule window/page 400 that is displayed when auser selects the Add Rule link 320 in FIG. 3. The page 400 includes aField Name listbox 402 by which the new rule can be named, an Operatorlistbox 404 from which an operand can be selected, and a Value fill-infield 406 by which the user can define the operand value. Radio buttons408 enable further refinement, and the rule is added by selected the Addbutton 410. FIG. 4B illustrates the State filter that is reached byselecting the Change link 316 in FIG. 3, and FIG. 4C illustrates theTimezone filter that is reached by selecting the Change link 318 in FIG.3.

FIG. 5 illustrates an Edit Pass window/page 500 that is used to edit thecurrently-configured (in this example) voice pass. This page is reachedby selecting the link 307 in FIG. 3. The Edit Pass screen 500 includes adelivery timeframe section 502, a delivery options section 504, and aretry options section 506. The current configuration settings (asindicated in FIG. 3) are shown. The delivery timeframe section 502includes appropriate controls to configure days to wait 508 andcheckboxes 510 to identify what weekdays attempts will be carried out.Start and end time controls 512 are also provided as shown. The deliveryoptions section 504 includes a Caller ID number listbox control 514, acheckbox 516 to identify whether the calls should be left with acontact's answering machine, and one or more Remove goal option controls518. The retry options section 506 provides a Retry Busy Callsconfigurator 520, as well as a Retry Attempts configurator 522, togetherwith a set of checkboxes 524 that identify when these configurationsshould be used. A Save Change button 526 is used to store the passconfiguration or changes.

FIG. 6 illustrates a New Text Pass window/page 600 that is used tocreate a new text pass. This page is reached by selecting the link 330in FIG. 3. After naming the pass in field 601, the user can configureContact Accept Criteria in section 602, a Delivery Timeframe in section604, and Delivery Options in section 606. The Contact Accept Criteriasection 602 includes a first set of radio buttons 608 by which the usercan configure the pass to access contracts from all passes or just theprevious pass. The acceptance criteria can also be based on the type(voice 610, text 612, or email 614) of the last attempted contact, andthe outcome of that last attempt as indicated by the checkbox or boxesconfigured. The Delivery Timeframe section 604 includes similar controlsto those shown in the Voice pass example, as does the Delivery Optionssection.

Of course, the above-described and illustrated interfaces are merelyexemplary of the basic types of configuration options that may beimplemented. One of ordinary skill will appreciate that additionaldisplays, menus, fields, controls and configurator elements may be usedas needed or desired to implement the CSM functionality describedherein. As also seen in FIG. 3, the CSM UI is not limited toprovisioning Outbound campaigns, as the CSM UI preferably also includesInbound Campaign configuration screens, as well as screens for generaladministrative and reporting functions.

As used herein, the term “page” or “screen” should be broadly construedto include windows, display panels, display containers, pages,sub-pages, and the like.

Although not meant to be limiting, preferably the UI interacts with theuser's web browser using advanced Web 2.0 technologies such as AJAX(e.g., XHTML, XML, CSS, DOM, JSON, and the like). AJAX technologiesinclude XHTML (Extensible HTML) and CSS (Cascading Style Sheets) formarking up and styling information, the use of DOM (Document ObjectModel) accessed with client-side scripting languages, the use of anXMLHttpRequest object (an API used by a scripting language) to transferXML and other text data asynchronously to and from a server using HTTP),and use of XML or JSON (Javascript Object Notation, a lightweight datainterchange format) as a format to transfer data between the server andthe client.

Illustrative Use Cases

The campaign strategy manager provides many advantages. The followinguse cases are merely representative.

A user is running an interactive campaign (automated voice message (AVM)or dialer) and realizes that there are two hours left until the campaignends, but that too many contacts are left on the list to be able toattempt to reach all of them. Using the CSM, the user changes thecampaign type to an AVM alert-based campaign to ensure that everyone onthe list receives some sort of contact, even if just an alert.

As another example, assume that a contact center is overwhelmed withcalls at 9:00 am and cannot handle all of them. The operator desires toslow down the communications campaign. Slowing down the campaign,however, means that the operator risks not getting through thepredefined list. As a compromise, when call volume becomes too high, theCSM is used to switch the campaign from interactive to alert (e.g., fora percentage of the list) to lessen the burden on the contact center.When “peak time” is over and the contact center returns to a manageablecall volume, it uses CSM to return the campaign to an interactive mode.

As another example, assume a campaign begins in the morning. Towardsmidday, however, a hurricane hits some portion of the country that inpart is targeted by the campaign. The user dynamically enters a changethrough the CSM to exclude all contacts with area codes in that part ofthe country. For the remainder of the day, the campaign continues asplanned, except no attempts are made to contact anyone in the affectedarea.

As yet another example scenario, a customer behavior-based strategy isimplemented. In this case, the CSM can be used to define a condition bywhich an alternate channel may be tried. So, for example, if an end userhas not responded to an automated voice message in a given time period,a text message is then sent. Or, if the last several text attempts tothe end user were unsuccessful, attempts to reach the end user over thatchannel may be stopped for a given time period.

An enhanced campaign strategy may be implemented where a single list isused for multiple campaigns based on a single attribute. Thus, considera list of customers that are, for example, 1-10 days delinquent on theirpayments. The user desires to create a campaign to remind thosecustomers of the delinquency. The single attribute here is the length ofthe delinquency, measured in days. Using CSM, customers that are one daydelinquent get different treatment than those two days delinquent, andso forth. In this scenario, the user provides the service provider afull list each day, and the list is broken up based on the number ofdays delinquent. Each subset of the list is associated with a differentsub-campaign, where it gets a different treatment. At the end of theday, by way of example, the provider returns to the user the results ofall campaigns (preferably in a single report). The user can then createa new list to send to the operator the next morning.

The CSM may be configured to provide other types of contacthistory-based escalation. Thus, for example, assume the user sends theservice provider a list of delinquent customers to be contacted eachday. The same customer can easily be on the list for multiple days. Ifthe service has attempted to contact the customer via a given channel(e.g., voice) for a given time period (e.g., five days), then theservice then tries to reach the customer via an alternative channel(e.g., a text message) for a next given time period, and so forth. Thus,using CSM the service accepts customers in the text pass if the servicehas not sent them a text message in that prior period.

An enhanced campaign strategy may be implemented where a single list isused for multiple campaigns based on multiple attributes. In an example,the user desires to split a list by using various query criteriacovering a number of different data fields such as state, last paymentdate, and current balance. Assume by way of example that the userdefines a large number (e.g., 25) queries based on a given set (e.g., 7)different fields in a customer data record. The system receives a masterlist from the user; by executing each query preferably one at a time thelist is split 25 ways. The queries preferably are run in order ofimportance to the user so that contacts that might match multiplequeries end up in the correct list. In this example, the last query maybe a catch-all for any remaining contacts. The system then has 25 lists,based upon the queries, and those lists are loaded into the system for25 different start-paused sub-campaigns.

A single contact list may be used for multiple campaigns based ondirect-connects, where a particular direct-connect is associated withone of a set of contact centers. Thus, for example, a user loads asingle list into the system, with the list split into two differentsub-campaigns, one for each contact center (per direct-connect number).During the day, one of the contact centers has an emergency and needs togo off-line. In this case, the CSM is used to stop that associatedsub-campaign for that contact center only, while the other sub-campaignsproceed as normal.

The CSM may be used to configure a contact-based pass escalation basedon device dependencies. Thus, in this example, assume a user desires thesystem to follow the following logic during a given contact pass (asdefined in the script): (1) try calling the customer's home number; (2)if the system does not reach the customer at the home number, determinewhether the customer's work number is a cell phone; (a) if thecustomer's work number is a cell phone, try calling the customer at thatnumber; (b) if the customer's work number is not a cell phone, tryanother channel such as email. Using CSM, the user then sets variousparameters for the contact-based pass escalation to ensure that thecustomer is only contacted on the work number if that number is a cellphone.

The CSM may be used to configure device escalation logic over a singlechannel where the system, if it fails to reach the customer through onedevice, then attempts to reach the customer on a different device.

The CSM may be used to configure unique device contacts regardless ofcustomer association. In this example, assume the user loads a list of1000 customers, where each customer has a few devices that might becontacted via text. Assume further that the user desires to be able toattempt multiple customer devices in a single pass (text, withre-tries). Also, if a particular device has already been attempted for agiven customer and the device shows up for a second customer, the userdesires not to attempt that device for a second time in the same pass.The CSM can be used to set up to implement this unique configuration.

As another example, the CSM can be used to facilitate dynamic additionof re-tries to reach a right party (skip trace calling). In thisscenario, the user (via AVM or dialer) attempts to reach a customer butreaches someone who is not the “right party” (as that term is known toone of ordinary skill in the art). Here, CSM can by configured orcontrolled to add re-tries to that pass with different devices in anattempt to reach the right party.

The ECM can be used to implement results-based pass escalation.Preferably, a results-based pass escalation strategy is based upon apossible value in a “status” field. For example, using CSM the usercreates a multi-pass, multi-channel campaign strategy such as thefollowing: pass 1 (voice)—entire list; pass 2 (text)—customers notreached in pass 1 (i.e., status other than DELIVEREDPERSON orINBOUND_IVR_COMPLETED); pass 3 (email)—customers who did not respond inpass 2 (status other than TEXT_MSG_RECEIVED or TEXT_MSG_OPT_OUT); pass 4(AVM)—all customers who have not been reached live or responded to textand email passes. With text and email, where responses are not immediateand status can change, a contact flows into the next pass when that passbegins, and preferably not when the previous pass is completed. Thisallows for as much time as possible for a status change. Theresults-based pass escalation may also be dynamic. Here, assume a simplecampaign strategy with a single voice pass (for example). Midway throughthe pass, however, the user notices a lower than usual response rate.Using CSM, the user changes the strategy dynamically to add a secondtext pass targeting all customers not successfully contacted during thefirst pass.

The CSM also facilitates attribute-based pass escalation strategies, aswill now be described by example. Typically, an attribute-based passescalation is based upon any customer attribute, such as a contactattribute (age, demographic data, etc.), deviceLocale, deviceTimezone,and the like. The following are representative examples of thisapproach, but the examples should not be taken to limit the scope of theinvention.

In a “defined” approach to attribute-based pass escalation, the usercreates a multi-pass, multi-channel campaign strategy such as thefollowing: pass 1 (text)—customers under age 35; pass 2 (AVM)—customersover age 35; pass 3 (AVM)—customer who did not respond in pass 1. Analternative example provides attribute-based escalation to a subset ofthe list: pass 1 (voice)—all customers; pass 2 (voice)—customers notreached during pass 1 with risk values of A, B or C; pass 3(voice)—customers not reached during pass 2 with risk values of A or B;pass 4 (voice)—customers not reached during pass 3 with risk value of A.Yet another example provides attribute-based escalation for differentpasses in different time zones: pass 1 (voice)—customers in EST (startsat noon EST); pass 2 (voice)—customers in CST (starts at noon CST); pass3 (voice)—customers in MST (starts at noon MST); pass 4(voice)—customers in PST (starts at noon PST).

In a “dynamic” approach to attribute-based pass escalation, assume (byway of example only) the user creates a simple strategy for the day withseveral passes. In one example, CSM is used to dynamically add a channelfor a specific customer segment during the day. So, after the firstpass, assume the user notes a lower than usual response rate for voiceand dynamically adds a text pass for customers under age 35. In a secondexample, CSM is used to dynamically escalate to a subset of the list.Continuing with the above example, assume that later that morning theuser decides that in the interest of time, the user would prefer to onlycontact customers with a risk value of A. The user then dynamically addsa new pass or changes an upcoming pass to only contact customers withthat attribute. In a third example, CSM is used to dynamically changetime zone preferences. Continuing with the example, assume that at aboutnoon EST, the user decides to focus on EST-located customers. The userdynamically changes an upcoming pass to only contact customers withdevices located in the EST. A few hours later, the user then decidesthat all customers, regardless of time zone, should be contacted again;the user then dynamically changes upcoming passes so that time zone isno longer relevant.

The CSM also facilitates response group-based pass escalation, whereinthe escalation is based upon whatever response groups have been definedin the script. In a “defined” approach to response group-based passescalation, for example, the user defines a campaign strategy where theresponse group is “re-try failed direct-connects.” An example strategymight then be the following: pass 1 (voice)—all customers; pass 2 voice,AVM or predictive)—customers that tried to direct-connect in pass 1 butwere successful. Another example strategy might be a response groupdefined by a given customer response, such as: pass 1 (voice)—allcustomers; pass 2 (email)—customers reached during pass 1 that pressed‘3’ (where the script had instructed customers to press that number tobe emailed a copy of their current statement).

In a “dynamic” approach to response group-based pass escalation, assumethe user creates a simple strategy with a set of passes. Midway throughthe day, the user notices that a lot of customers have hung up while onhold with the contact center. Using CSM, the user dynamically adds apass to re-try this response group, namely, the users that have hung upwhile on hold.

All of the above examples are merely exemplary and are provided to showthe significant configuration flexibility afforded by CSM. They shouldnot be construed to limit the scope of the disclosed subject matter.

Customer Recovery

The following describes a new customer recovery strategy. This strategymay be provisioned by the CSM to address a common scenario in which atarget call recipient hangs up on an AVM or is not patient enough towait through an AVM message. This strategy implements a so-called“dialer pass,” which is a voice pass in which call recipients areconnected immediately to an available agent, preferably using a directbridge, without any script interaction.

The following definitions apply. A “dialer pass” preferably is a voicepass in which call recipients are connected immediately to an availableagent via “direct bridge” without any script interaction. A “directbridge” is a connection to an agent that preferably is bridged throughthe duration of the agent's time logged into an agent portal associatedwith the hosted system. Direct bridge connectivity involves having anagent establish a connection to the service provider that remains “open”for the duration of the agent's session. Preferably, an agentestablishes a connection to the service provider hosted system, eitherby dialing to a number provided by the service provider, or the serviceprovider calling the agent, and the agent remains connected. Thisenables calls connected to live parties or answering machines to bebridged to the agent as soon as answering machine detection has beencompleted. A fast answering machine detection algorithm to detectmachines (preferably in a sub 2 second time frame) enables the“immediate” connection of the call recipient to the agent. A “dialerscript” associated with a dialer pass does not have any initial messageand bridges immediately to an available agent.

A dialer pass typically differs from an AVM pass in that no outgoingmessage is played to the call recipient when a call is connected.Instead, according to this approach, the system preferably performsshortened answering machine detection and either makes an immediateconnection to an available agent, puts the call into a hold queue, orterminates the call based on contact center preferences. To support thedialer pass, the available agent should be connected in a short periodof time, and the agent should have context information availableassociated with the outreach. An agent screen pop via an agent portalmay be used for this purpose; in the alternative, a web services API maybe used to integrate the agent with a contact center infrastructure (orcall routing infrastructure) so that the necessary data can be providedto the agent.

Using the CSM, the dialer pass can be integrated by the customer intothe strategy

Preferably, the sub-campaign is provisioned to run two (2) passes inparallel (concurrently, or overlapping): (i) an AVM pass, and (ii) adialer pass, with predictive pacing used to control the pacing.Provisioning may be implemented using a set of display interfaces,preferably as follows.

FIG. 7 is a display interface for use in defining a new skill group,called Predictive Pass, which includes the particular “enhanced”attributes shown, including a “Never hangup after client call” option.Setting up the campaign involves the creation of the “dialer pass” usingthe interface shown in FIG. 8, for example. The dialer pass in thisexample has a certain define time period and strategy as shown. The callpacing utilizes a set of pacing options, such as configured in thedisplay interface of FIG. 9. To set up the dialer pass, the customerdecides on what connection types to pass to the agents. FIG. 10illustrates a display interface for use to configure the dialer pass.The delivery options are shown in detail in FIG. 11. Using theinterface, the customer may choose to bridge only detected Live Parties,or both Live Parties and Answering Machines (should they want agent toleave “personalized” messages). The type of detection is displayed tothe agent.

The addition of the dialer pass enables a customer to incorporate thepass into their strategy. A common pass strategy in collections, forexample, might be AVM→AVM→dialer.

As contact preferences are established and contact patterns defined, itmay be determined that some call recipients are not receptive to AVM,text, email, or the like; as such, using the approach herein, that typeof audience may be targeted through a dialer pass wherein the callrecipient is not given the change to avoid communication with a callingparty (such as a collection agency that is using the hosted platform).

As previously noted, the hardware and software systems in which thesubject matter herein is illustrated are merely representative. Thedescribed functionality may be practiced, typically in software, on oneor more machines. Generalizing, a machine typically comprises commodityhardware and software, storage (e.g., disks, disk arrays, and the like)and memory (RAM, ROM, and the like). The particular machines used in thenetwork are not a limitation. A given machine includes networkinterfaces and software to connect the machine to a network in the usualmanner. As illustrated in FIG. 1, the subject disclosure may beimplemented as a managed service (e.g., in an ASP model) using theillustrated set of machines, which are connected or connectable to oneor more networks. More generally, the service is provided by an operatorusing a set of one or more computing-related entities (systems,machines, processes, programs, libraries, functions, or the like) thattogether facilitate or provide the inventive functionality describedabove. In a typical implementation, the service comprises a set of oneor more computers. A representative machine is a network-based serverrunning commodity (e.g. Pentium-class) hardware, an operating system(e.g., Linux, Windows, OS-X, or the like), an application runtimeenvironment (e.g., Java, .ASP), and a set of applications or processes(e.g., Java applets or servlets, linkable libraries, native code, or thelike, depending on platform), that provide the functionality of a givensystem or subsystem. As described, the service may be implemented in astandalone server, or across a distributed set of machines. Typically, aserver connects to the publicly-routable Internet, a corporate intranet,a private network, or any combination thereof, depending on the desiredimplementation environment.

Having described our invention, what we now claim is set forth below.

1. A computer program product in a non-transitory computer readablemedium for use in a data processing system for managing interactivecommunications campaigns, comprising: first program code to create aninterface through which data defining a campaign strategy for a campaignis received, the campaign strategy having associated therewith anoutbound pass type, and an ordered list identifying contact prioritiesfor two or more devices associated with a target contact; second programcode to execute against the outbound pass type, wherein during acampaign, an outbound communication is attempted to the target contactby looping through the ordered list, starting with a highest prioritydevice, and attempting to reach the target contact at a given device onthe ordered list.
 2. The computer program product as described in claim1 wherein the interface is a web-based user interface.
 3. The computerprogram product as described in claim 1 wherein the second program codeis operative to: determine whether the target contact can be reached atthe highest priority device; when the target contact cannot be reachedat the highest priority device, to attempt to reach the target contactat a next highest priority device.
 4. The computer program product asdescribed in claim 1 wherein the first program code is operative toreceive given data and in response modify an order of devices on theordered list.
 5. The computer program product as described in claim 1wherein the devices are one of: a cellphone, and a landline phone. 6.The computer program product as described in claim 1 wherein intra-passdevice escalation is enabled for a sub-campaign of the campaign. 7.Apparatus associated with an outbound contact center, comprising: ahardware processor; computer memory storing computer programinstructions executed by the hardware processor to export, as a set ofone or more web pages, a campaign strategy configuration tool, thecampaign strategy configuration tool enabling receipt of data defining acampaign strategy having a pass pattern, and an escalation type, theescalation type being one of: contact-based escalation, call pass-basedescalation, and intra-pass device escalation.